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Commercial Service Experience Director

Company: Huntington National Bank
Location: Columbus
Posted on: May 28, 2023

Job Description:

Commercial Service Experience Director page is loaded Commercial Service Experience Director Apply locations Columbus, OH time type Full time posted on Posted 2 Days Ago job requisition id R0044740 Description Role Summary: The Commercial Service Experience Director (Director of Service Delivery) will be responsible for the development of Service strategy and execution of Service Experience transformative initiatives for Commercial Banking in line with the Organization's digital transformation strategy to drive customer and colleague experiences. This role provides leadership that includes strategies, policies & procedures, Objectives & Key Results (OKRs), and programs for the Commercial Banking Service teams. This role includes direct oversight of key Service Experience functions across Commercial Banking. - Primary Responsibilities

  • Build out and leads the Commercial Bank Service function. Plan and direct all aspects of Commercial Bank Service policies, objectives, and initiatives.
  • Serve as central Business owner for all Commercial Bank Service platforms, and related tools.
  • Responsible for all operational budget and capital expenditures related to service and communication related processes, platforms, and related tools.
  • Develop, implement, and direct service operations reporting and performance standards to include Service Levels and Objectives & Key Results (OKRs)
  • Develop, implement, and direct service quality program and standards to include performance quality and benchmarking standards. -
  • Develop, implement, and direct service training and development standards
  • Implement systems to capture and report customer feedback / customer satisfaction trends in product or service issues
  • Develop, build, and execute on Commercial Bank Service strategy to drive a culture of service excellence to both internal and external clients.
  • Identify and manage related risks in Commercial Bank Service. Basic Qualifications:
    • Bachelor's -Degree
    • 7+ years of experience in financial services industry and experience in development and integration of systems into businesses
    • Experience in developing, refining, and executing a service experience strategy
    • Experience leading a team of service leaders and service professionals
    • Experience with Service Center Technology (IVR, Recording, Analytics, Workforce Management, etc) Preferred Qualifications:
      • Master's Degree
      • Excellent communication, influencing, and negotiation skills with the ability to integrate change management and drive results through implementation
      • Strong leadership skills and ability to influence
      • Ability to educate and drive awareness and expertise of Commercial Bank Service
      • Ability to interact effectively with all levels across the Commercial Bank organization
      • Ability to independently manage multiple work efforts, including drive to execution, through key stakeholders across the bank
      • Ability to thrive in a collaborative, team-oriented environment
      • Problem solving skills / ability to handle complex issues
        Exempt Status: (Yes = not eligible for overtime pay) (No= eligible for overtime pay) YesWorkplace Type:OfficeHuntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position About Us Welcome to Huntington!At Huntington, we look out for people. From reinventing banking with game-changing innovations to building an internal culture that creates lifelong bonds, together, we can make people's lives better.And amazing things happen when we look out for each other. We prove it every day. Whether it's helping a colleague or collaborating on a new tool that will revolutionize the way people save money, our actions can have a huge impact.Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking.Those are our values-simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter. If that sounds like you, we hope you'll apply to join our team. If you'd like to learn more about how Huntington looks out for people, visit We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of this site or if you require a reasonable accommodation to apply for a job or to perform the essential functions of the job, please send an email to Reasonable Accommodations Reasonable Accommodations EEOC DisclaimerEEO is The Law EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity EEO is The Law - Supplemental Poster Pay TransparencyPay Transparency Nondiscrimination Provision ( Tobacco DisclaimerTobacco-Free Hiring Practice Agency StatementHuntington does not accept solicitation from Third Party Recruiters for any position.

Keywords: Huntington National Bank, Columbus , Commercial Service Experience Director, Executive , Columbus, Ohio

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